Across
- 4. NEVER tell the customer that he/she is _____________.
- 7. ALWAYS anticipate problems and have solutions _____________.
- 10. Be knowledgeable of the company, its products and _____________.
- 13. If the solution is _____________ to the customer, ask the customer what solution would be satisfactory.
- 14. ALWAYS greet customers with eye contact and a _____________.
- 15. Always treat a customer's telephone call as though it were a personal _____________ to your business.
- 16. Give all callers the courteous attention they _____________.
- 17. Always _____________ with your voice when talking to a customer on the telephone.
- 18. One of the most common customer pet peeves is: being _____________ by other customers or activities.
- 19. NEVER tell a customer, "I don't _____________."
Down
- 1. Apologize for any _____________ they (the customer) may have experienced.
- 2. If the customer's solution falls within the scope of company policy and/or you have the authority to grant the solution, act on the solution as _____________ as possible.
- 3. ALWAYS maintain your _____________ around customers.
- 5. Ask questions to help _____________ your understanding of the situation...
- 6. One thing customers do like is: doing business where they know they will be treated _____________ if a problem arises.
- 8. Listen _____________ to everything the customer has to say.
- 9. NEVER tell the customer your problems or discuss personal business with co-workers while _____________ are around.
- 10. While handling a customer complaint, the question of who is at fault should never take _____________ over resolving the complaint in favor of customer satisfaction.
- 11. ALWAYS thank them (the customer) for pointing out problems to you--it's your opportunity to _____________ a situation so that it will not occur again.
- 12. One thing customers do like is: doing business with _____________ people.